Ben***rch

Team Motivation, Enterprise Data, Infrastructure, Extract, Transform, Load (ETL)

Chief Technology Officer at MetLife Legal Plans

• Location:
• Duration: 2025-01 to Present
• Description:

Chief Technology Officer at e-TeleQuote Insurance Inc.

• Location: Clearwater, FL
• Duration: 2019-11 to 2025-01
• Description: A Medicare Insurance broker, e-TeleQuote’s mission is to help Medicare beneficiaries select the right Medicare plan for their diverse needs. Oversee all technology and technological resources, establish technology vision, strategies, and growth plans. Lead system and quality assurance processes to ensure protection of system assets while maintaining and evolving technology needs. Led the pilot of data analytics through ChatRTX. ChatRTX is a chatbot interface enabling business users to ask natural language questions to receive contextual responses using our data warehouse. The team imported relational data with descriptive metadata including data tags and descriptions for additional context to be used by the AI engine. This data simplifies analytics and allows users to ask more complex questions without engaging tech resources for iterative queries. Led the due diligence and ultimate integration of e-TeleQuote to Primerica Insurance following the strategic acquisition by Primerica. As part of integrating a private company with a publicly traded company, implemented financial controls to meet Sarbanes-Oxley (SOX) compliance requirements. Led evaluation, selection and integration of innovative technologies including NLP, and Conversational IVR and Outreach/SMS to enhance customer experience. Led the integration of Sunfire enrollment platform to E-TeleQuote’s in-house CRM platform driving agent efficiency, reducing average handle time and increasing licensed agent productivity. Defined, architected and led the creation of an enterprise data warehouse and associated PowerBI dashboards replacing legacy point-in-time reporting with near-real-time business intelligence and systematic intraday operations metric adjustments for call routing, lead acquisition and agent performance. Led pandemic migration to full @home workforce with significant focus on cyber security and Centers for Medicare & Medicaid Services (CMS), HIPAA and PII compliance requirements.

Interim Vice President Solution Delivery/Integration (CTO) at Digital Media Solutions Group

• Location: Tampa/St. Petersburg, Florida Area
• Duration: 2018-09 to 2019-10
• Description: Hired to evaluate existing business system architectures, infrastructure and integrations. Based on this evaluation, developed and implemented strategic plans. Evaluated business requirements, selected and implemented several core business systems to enhance operational efficiencies, improve transaction data tracking and support new revenue channels. System implementations included: Five9 Call Center Dialer, Salesforce CRM, NetSuite accounting, Mimecast email security and migration of infrastructure to Amazon Web Services. Identified multiple redundant internally developed applications resulting from several acquisitions that could be merged to a single platform to reduce operation and support costs. As part of the evaluation, worked with business stakeholders to determine long term requirements, identify best of breed solution and planned migration to a single platform to eliminate redundant systems and resources. Assessed internal technology practices. To address loose, undocumented and enterprise-wide inconsistent practices, selected agile tools to improve project methodology, quality assurance measures, design and architecture definition, version control and deployment steps.

Vice President Solution Delivery/Integration (CTO) at LeadingResponse

• Location: Tampa, Florida
• Duration: 2014-12 to 2018-08
• Description: Manage IT capital expenditure and provide leadership and support to 5 senior-level team leaders managing projects and task assignments for professional staff consisting of internal and external resources. Defined and executed overarching strategic plan enabling a 2-year vision for tactical and business-optimization projects in support of an enterprise portal that redefines existing business operations and replaces multiple legacy, non-integrated systems. Performed several due-diligence initiatives supporting strategic acquisitions of “tuck-in” businesses that extended customer product offerings and enhanced overall company value to Private Equity parent.

Vice President Solution Delivery/Integration (CTO) at Q Interactive

• Location:
• Duration: 2007 to 2014
• Description: Vice President – Systems Development / Operations / Technology Strategy Implemented IT governance and technology lifecycle management while optimizing annual technology spend including onsite and offshore professionals, a Miami based Data Center and supporting infrastructure.
  Partnered with business leaders to develop short- and longer-term technology and mobile strategies, providing end-to-end support, increasing customer satisfaction from 55% to 85% over a 3-month rollout. Led due diligence of several “tuck-in” business acquisitions, integrations and platform migrations. Directed architecture team in designing new functionality, expanding into new ecommerce categories including ‘Daily Deals’, ‘Group Buying’, ‘Coupon’ & ‘Deal Aggregation’. Re-engineered business site (www.Coolsavings.com).
  Drove system up time to 99.9% across hundreds of domains. Designed and deployed several proprietary SaaS utilities, optimizing Cost-per-click (CPC), Cost-per-lead (CPL) and Cost-per-Action (CPA) advertisements leveraged by hundreds of affiliate marketing partners.